电子邮件写作

第三讲商务便函与电子邮件写作一.便函与电子邮件简介：商务交流的选择----口头交流还是写便笺在亚洲，人们喜欢直接交谈。主要是因为：直接交谈有助于保持良好的关系。直接交谈可以减少误会。商务便函与电子邮件的内容与特点商务便函定义及内容：商务便函(Memorandum,简写Memo)是同一商业组织内部广泛使用的书面联系形式。特点：商务便函的组成部分比较简单，这是它最大的优点。商务便函的语气需要根据写信人与收信人之间的关系以及所谈内容来决定。电子邮件定义及内容：电子邮件的内容通常包括：询问信息，道歉，确认，通知，倡议等等。特点：基于高速快捷的因特网的发展，电子邮件也具备了使用方便、传播快捷、一信多发，而且价格十分低廉的特点，因此特别适合国际间的交流。便笺和电子邮件的主要作用•查询资料•要求采取行动•提供资料•提供建议•警告•解决问题二.便笺和电子邮件的结构和措辞便笺和电子邮件必须条理清楚、证据恰当、措辞得体，这样才能达到预期的目的。格式例子：InternalMemorandumTo:AnneBellFrom:GrahamDavisDate;23March1992Subject:OfficeFurnitureWeneedsomecomfortablechairsforvisitorstogointhemanagersoffice.Canyouarrangeit?Weneed10chairsineitherbeigeordarkbrown.Themaximumyoucanspendis$500.便笺和电子邮件的格式。⑴信头：便函信头由于便函是内部沟通，所以没有必要写信内地址、回信地址或称谓。所有便函基本上都有同一的格式，即分成四部分：发信人、收件人、日期和主题。另外在便函开头还要写"MEMORANDUM”或“MEMO”字样。电子邮件信头电子邮件的格式类似于便函格式，包括From（发信人姓名）,To（收信人），Cc（副本收信人，隐匿副本收信人）及Subject（文件名，信件主题）等项目。其中不可缺少的是To和Subject两个项目，其他项通常可以根据使用者的需要增加或删除。信文的内容一般包括：致：（To:）说明便笺或电子邮件的收件人。在便笺中，这一栏可以写收件人的姓名或职衔，也可以把两者都写上。♦选择哪一种写法主要看写信人的职务以及和对方的关系。♦收件人称呼怎么写还取决于机构的规模和作风。此外，称呼的方式还受到便笺内容的影响。电子邮件中，一定要使用对方的电子邮件地址。电子邮件地址包括五个部分：前缀名；符号；机构名称；机构类别、代表政府部门、代表军事组织；国别或地区代码。由：（From:）说明便笺或电子邮件的发送人。和“致”这一栏一样，发件人的写法也要考虑四个方面：发件人在自己任职的机构中的职位、发件人和收件人的关系、机构的规模和作风、便笺的内容。日期：（Date:）发电子邮件时，日期一般由电脑自动插入。日期的写法有两种，“日-月-年”（如12June1998）或“月-日-年”（如June12,1998）；书写日期时不要使用缩写形式，序数词（如：1st,2nd,3rd等）和月份都不能缩写；如果使用“日-月-年”格式，月和年之间不要加逗号。事由：（Subject:）事由必须写得明白易懂，使人一目了然。事由写得好可以突出信文的目的，引起收件人对重点内容的注意。（2）信文：写便笺和电子邮件时，在格式方面还应注意以下几点：首先，便笺和电子邮件不同于信件或传真，无须使用称呼（如“DearMrSoo”）。同样，便笺和电子邮件中也无须使用公式化的结尾敬辞。便笺一般无须签名，只是在信文后写上自己的姓名和姓名缩写就可以了，也可以什么都不写。有些电子邮件软件可以使用数码插入方式签名。如果便笺或电子邮件需要抄送其他人，应在信头注明。便笺和电子邮件中，无须写上打字员的姓名。便笺和电子邮件的正文部分，段落内采用单行间隔，段落之间采用双行间隔。结构便笺和电子邮件一般都使用标准格式，写起来比其他商业书信或传真容易。也就是说，写便笺和电子邮件时可以集中在内容的组织上，使其条理清楚、脉络分明。便笺内容的组织有两种基本的方法：首先介绍情况，然后提出要求或建议。首先提出要求或建议（或称置前），然后说明情况。下面我们通过几个具体的例子来讲述商务信函和电子邮件的具体写法以及注意事项：询问或提供意见和建议的便函例一：MEMOTO:DepartmentManagersPleaseanswerthequestionslistedbelowabouttheuseoftemporaryhelpinyourdepartment.（开头礼貌地提出要求）Withyourideasweplantodevelopapolicythatwillhelpusimprovetheprocessofbudgeting,selectingandhiringtemporaries.（间接地解释目的）Whatistheaveragenumberoftemporaryofficeworkersyouemployeachmonth?Whatistheaveragelengthofatemporaryworker'sassignmentinyourdepartment?Whatspecificjobskillsareyougenerallyseekinginyourtemporaries?Whattemporaryagenciesareyounowusing?（通过列举条目提问，更容易阅读和理解）ByreplyingbeforeJanuary20,youwillbehavedirectinputintothenewpolicy,whichwewillbedevelopingattheendofthemonth.Thisimprovedpolicywillhelpyoufillyourtemporaryemploymentneedsmorequicklyandmoreefficiently.（包括结束日期，原因和对读者的好处）注意：要在第一句话里重复和详述。请比较:间接开头直接开头ForthepastsixmonthstheHumanResourcesDevelopmentDepartmenthasbeenconsideringchangesinouremployees5benefitplan.Pleasereviewthefollowingproposalregardingemployees5benefit,andletmeknowbyMay20ifyouapprovethesechanges.询问信息的电子邮件例二:From:gaoxiang@Mailto:****@******.***.**Subject:RequestforCatologDearSirorMadam，Iaminterestedinpurchasingyourlatestmailordercatalog,andwouldliketoknowthecost,includingpostagetoBeijing.Ihopetohearfromyousoon.Thankyou.Sincerelyyours,User@ZhidaCo.,Ltd.17,FuchengmenBeidajie,BeijingFax:86-10-68329996C.致谢的便函例三：(Officesuppliesproductionplant )To:MikeWang,PurchasingFrom:WilliamJiang,ProductionManagerDate:December8,2001Reference:PartsOrder4435Subject:ReceiprofComponentPartsOurdepartmenthasreceivedthecomponentpartswerequestedonNovember3,2001.Thankyouforyourpromptaction.(说明陈述并表示感谢)However,myassistantdiscoveredthatthreeitemsaremissingfromtheorder:oneplatenknob,aprinterhead,andoneantiglarescreen.Iftheseitemsarenotinstock,pleaseorderthemforourdepartment.(其他补充)IG:rs通知性质的电子邮件：例四：D.主管会议开会的通知：TO:AllManagersThenextMonthlyManagementMeetingwillbeheldat10:00a.m.onMonday,April5,inMeetingRoomA.Followingistheagendaforthemeeting:PurchaseofNewOfficeComputersExtensionofSummerHolidaysBudgetaryControlIfthereareanyotheritemsyouwouldliketobeplacedontheagenda,letmeknowbye-mailbytheendofthisweek.Thankyou.JohnSmith便函和电子邮件的语气和措辞(1)语气便笺和电子邮件的语气能反映出发信人和收信人之间的关系，主要体现在信文是否正式和语气是否肯定这两个方面，通常为下表所示的几种情况：— 肯定程度(CERTAINTY) +委婉、正式A较肯定、正式肯定、正式B委婉、较正式较肯定、较正式肯定、较正式

行的建议（语气A）；（2） 要求严格的经理发出通知，要求员工遵守公司守则（语气B）；（3） 同事就确定午餐会日期提出建议（语气C）；（4） 细心周到的经理对公司新来的同事表示欢迎（语气D）（2）措 辞下列所列的语言可用于表达前面提到的几种作用。每一种表达方式都根据其正式程度［正式（F）、较正式（N）或非正式（I）］和肯定程度［肯定（C）、较肯定（N）和委婉（T）进行分类。这只是个大致的分类，读者的理解会受到这些用语的上下文影响。］请注意阴影部分的词汇的用法：询问情况正式程度肯定程度Iwantyoutopassmealltheinformationyouhaveabout...NCIshouldliketoknowexactlywhatactionhasbeentaken.FCIshouldlikeyoutogivemearecordof.请求采取措施FCCanyoupleasearrangefor...ICPleasefindout...（表示尊敬的词语）ICCouldyoupleaseensurethat.NNIwouldlikeyouto.NCDoyouthinkitwouldbepossibleto.?NTIamwritingtoremindyouthat.NN

报告情况说明查询的背景Ihavelookedintothismatter...Ihavemadeenquiries/dealtwiththeenquiry/about.Ihaveinvestigated.asrequestedinyourmemoof2February.就查询作出解释Iamtoldthat.Iaminformedthat.IunderstandthatMsRobinsonwasunawareofthesituation.Ihavefound/discoveredthat.解释跟进查询的情况Ihaveoffered/arrangedadiscountof10%.IhavesentaninvoicefortheoutstandingsumtoMrsLau.提供建议Canwegettogethersometimelaterthisweektodiscuss.?Youreallyoughtto.Don'tforgetto...Itseemstomethatyoushould.Perhapsitwouldbeagoodideaifyouwereto.Itwouldprobablynotbeagoodideato.MayIsuggestthat.?Ithinkthatweshould.Weneedto.警告Oursuppliesarebecomingincreasinglydepleted.Unlessweorder.,thestoremightrunoutinthemiddleoftheheavyseason.Weurgentlyneed.ifwearetomeetdemand.Iamconcernedthat,unlessweareverycareful,ourpositionwillbecompromised.NFFNFNFFNFFNNNIIINNNFNNNNNNCCCNNTCCCTNCNTTTNCCNCCIamafraidIwasresponsibleforconfusingtheinvoice.I'mafraiditwasmewhoconfusedtheinvoice.ImustapologiseformakingthismistakeI'm(terribly)sorryaboutmakingthismistake.写作方法与行文策略写便函或电子邮件时，需要注意：首先要考虑是否用口头方式（面对面地或通过电话）沟通更加合适，以此来决定是否使用便函或电子邮件。如果使用便函或电子邮件，那么要牢记：A） 内容：内容的组织要最能体现信文的目的。B） 语气：语气要适合双方之间的关系。写信时要考虑到信文的正式程度和肯定程度C） 篇幅：信文不宜太长一一一般不超过二至三页。如果是电子邮件，应考虑是否有必要把想到的事情都写上。D） 安全：使用电子邮件时要慎重考虑所附文件，该文件可能会拷贝到对方的硬盘上去。课后练习练习一：下面左边各段选自电话中的对话，请写出在功能相同的便笺和电子邮件中书面语言的表达。“Hello,isthatMichaelLee?ThisistheManagingDirectorhere.Couldyoudropthatreportyou'reworkingonovertomethismorning?Youknowtheone.Aboutthefeasibilityofexpandingourrangeofproducts.Thanks.”“Harry?Yes,it'sPete.Look,we'dbetterdosomethingaboutattendanceatourdepartmentalstaffmeetings.Ifwedon't,noonewillhaveanyideaofwhat'sgoingon.What'smore,sincepeoplearepaidtoattend,maybewe'dbetterthinkaboutdockingpeople'ssalariesiftheydon'tattend.”“Hello,couldIspeaktotheProduction

Manager,please?...Hello,MrPark.ThisisKimWongchui,here.Ifsaboutthatinspectionyouaskedmetocarryout.I'mafraidwefoundalotofqualityproblemswiththenewmachinerywe'veinstalled.I'dsuggestshuttingdownproductionuntilweknowtheextentoftheproblem.”Hello,MrFu?ThisisFrancesKohhere.Yes,SeniorAccountsSupervisor.MrFu,I'mafraidImadeaslightmistakeinthefiguresIsentyourecently.Yes.Well,notreallymyfault.Thecomputerwasdown.Youknowhowthesethingsare.Wouldyoulikemetosendovertherevisedfigures?Youwould.OK.练习二： 下面左边的便笺中有多处语法、右栏改正左栏中的错误。MEMORANDUMFrom:TheMangerTo:AllgradeBstaffandlowerDate:6June200-Subject:LastThursday,when„B'shiftwereclockingoff,oneofthemenhithisheadagainstasafetyladerwhichsomeonehadcarelesslyleftdown.Hehadtohavestichesinhisheadbecauseofthis.Iamfedupwithtellingyouaboutthiskindofthings.Oneofthesedays,we'llhaveaseriousaccident,andthenitwillbetoolate.UnlessIseeagreatimprovementinyourattitudetowardskeepingtheplacetidyandsafe,I'mafraidI'llhavetopunishoffenders.练习三：Thefollowingsentencesaretakenfrommemosthatarenotclearorconcise.Rewritethemtomakethembetter.Wehavecometothedecisionthatitisnotpossibleforthisoffertobeacceptedbyourcompany.Inviewofthefactthatwewillloseabigcontractnextyear,expenseswillhavetobecutbyourcompany.Intheeventofaretailerfindingourshirtsunsatisfactory,weshouldmakearrangementsforthemtobecollectedandreplacementssentwithoutdelay.Inspiteofthefactthatwearelosingorderstoourcompetitors,wehavenointentionofloweringourprices.Thereasonwhyoursalesaregoingdownisbecauseofthelackofstaffinthepromotiondepartment.参考答案练习一：/Ishouldlikeyoutosendmethereportthatyouarecurrentlyworkingon(FeasibilityStudyofProductRangeExpansion)./Somethingreallyoughttobedoneaboutattendanceatdepartmentalstaffmeetings.Otherwise,wemightfindthatimportantinformationisnotbeingpassedon.Whatdoyouthinkaboutdockingthepayofthosewhoareabsent?/Attherecentinspection,itwasdiscoveredthattherewerealotofqualityproblemswiththenewmachinery.Isuggestthatproductionbeshutdownuntiltheextentoftheproblemisknown./IamafraidImadeaslightmistakeinthefiguresIsentyourecently.Thismistakewasduetothecomputersystembeingoutofoperation.Pleasetellmeifyouneedtherevisedfigures.练习二MEMORANDUMFrom:TheMangerTo:AllgradeBstaffandlowerDate:6June200-Subject:SafetytPrecautionsatWorkLastThursday,whenBshiftwereleavingwork,oneofthemenstruckhisheadagainstasafetyladder,whichhadcarelesslybeenleftinaloweredposition.Asaresult,hehadtohavestitchesinhishead.Ihavehadcausetotellyouaboutthistypeofaccidentonmanyoccasionsbefore.Atsometime,aseriousaccidentwilloccur,andthenitwillbetoolate.UnlessIseeagreatimprovementinyourattitudetowardsbasicsafetyprecautions,Ishall